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The following Services are covered by this Agreement for all products from the Service Provider portfolio except CROWD and UFJ:
- Monitored email support
- Monitored Jira Service Desk support
- Online configuration and Set-up support (upon request)
- Manned telephone support for High priority issues within business hours (EET time zone)
- Remote assistance using Remote Desktop and a Virtual Private Network (where availablePlanned or Emergency Onsite assistance (extra costs apply)
- Monthly system health check
The following Services are covered by this Agreement for CROWD and UFJ:
- Monitored email support
- Monitored Jira Service Desk support
- Remote assistance using Remote Desktop and a Virtual Private Network where available
Other services may be available at extra cost. Please, contact Service Provider for more details.
5.2.Customer Requirements
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In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
- 0-8 48 hours (during business hours) for issues classified as High priority.
- Within 48 72 hours for issues classified as Medium priority.
- Within 5 working days for issues classified as Low priority.
- Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.